Senior Remote Customer Success Manager – K‑12 EdTech Cloud Solutions – Championing Adoption, Retention, and Expansion for Schools and Districts

About brighthush

brighthush is a mission‑driven, cloud‑based software company that empowers K‑12 schools and districts to transform learning through data‑rich, personalized experiences. With a global footprint and a culture that prizes innovation, collaboration, and impact, brighthush is redefining how educators connect with students, teachers, and families. Our platform is trusted by thousands of schools worldwide, and we’re on a relentless pursuit to make every classroom brighter, smarter, and more inclusive.

Why brighthush is the Place for Your Next Career Move

As a Remote Customer Success Manager at brighthush, you’ll be at the heart of our customer journey, ensuring that schools and districts not only adopt our solutions but thrive with them. You’ll partner with cross‑functional teams, influence product direction, and drive measurable outcomes that directly impact student success. If you’re passionate about education, love turning data into stories, and thrive in a fast‑paced, collaborative environment, this role is for you.

Key Responsibilities

In this role, you will:

• Deep‑Dive Customer Conversations – Lead investigative discussions with stakeholders to uncover goals, constraints, risks, and growth opportunities.
• Data‑Driven Insight Generation – Combine qualitative feedback with usage trends, support patterns, and operational data to craft actionable insights.
• Cross‑Functional Collaboration – Partner with Support, Services, Product, Sales, and State/Partner teams to execute retention playbooks and accelerate issue resolution.
• Outcome‑Based Retention – Ensure customers achieve measurable outcomes tied to renewal timelines and district priorities.
• Structured Adoption Guidance – Guide customers through adoption programs mapped to maturity and product footprint.
• Adoption Gap Closure – Identify and close adoption gaps, increase stakeholder engagement, and drive improvements in CSAT and NPS.
• Continuous Health Evaluation – Monitor customer health through data signals and leadership engagement quality.
• Risk Management – Proactively surface risks early and lead the creation of “Get to Green” plans with clear actions, owners, and success metrics.
• Executive Business Reviews – Co‑lead EBRs with Sales to communicate business outcomes, product value, risk posture, and forward‑looking initiatives.
• Expansion Identification – Spot expansion signals through investigative discovery and usage insights.
• Value‑Based Expansion Advocacy – Collaborate with Sales to build value‑based cases for expansion; you provide insight and advocacy while Sales manages commercial negotiation.
• Forecast Accuracy – Maintain accurate health and risk forecasts that inform renewal readiness.
• Strategic Recommendations – Deliver data‑driven recommendations to leadership on trending risks, adoption gaps, and strategic opportunities.
• Process Refinement – Contribute to refining scalable CSM processes and best practices.
• Ambiguity Navigation – Navigate ambiguity with structured thinking, clear prioritization, and outcome‑driven decision‑making.
• Escalation Leadership – Serve as a senior point of escalation for adoption, value, or experience challenges.
• Internal Advocacy – Champion durable solutions that strengthen long‑term partnership.

Essential Qualifications

• Minimum of 2 years in Customer Success, Account Management, Consulting, or related roles within SaaS or technology‑enabled environments.
• Proven experience leading investigative customer conversations that reveal underlying needs, risks, and expansion opportunities.
• Demonstrated ability to orchestrate cross‑functional initiatives without direct authority.
• Experience with health/risk forecasting, renewal readiness, and account planning.
• Strong analytical and storytelling skills – ability to translate data into actionable insights.
• Experience with EdTech SaaS, K‑12 districts, public sector, or enterprise accounts.
• Familiarity with renewal motions and value‑based selling concepts; ability to craft outcome‑aligned narratives.
• Proficiency with brighthush CRM, brighthush and other AI tools, and Customer Success platforms for health scoring, usage analysis, and risk management.

Preferred Qualifications

• Experience working in a fast‑growing, high‑growth startup environment.
• Background in educational technology or a deep understanding of K‑12 district operations.
• Track record of driving adoption and expansion in a multi‑tenant SaaS platform.
• Advanced proficiency in data visualization tools (e.g., brighthush, brighthush) to create compelling dashboards.
• Fluency in additional languages spoken by our international customer base.

Skills & Competencies

• Customer‑Centric Mindset – Empathy, active listening, and a genuine desire to help schools succeed.
• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Communication Excellence – Clear, concise, and persuasive communication across all levels.
• Data Fluency – Comfortable working with large datasets, deriving insights, and presenting findings.
• Project Management – Prioritize tasks, manage Apply for this job